Clark Bruce State Farm Insurance

We are in receipt of the complaint sent to your office by [redacted] ***We apologize for any inconvenience [redacted] may have experience at our facility [redacted] has been contacted, we are waiting for [redacted] to return the callOnce the Area Director makes contact, we hope to resolve *** ***’s concernsWe again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns Robin S*** Customer Experience Supervisor

I called Pep Boys at 10:am this morning and spoke to "Jose" I believe his name wasHe said my Van was readyI did not receive any call from them informing me that my van was readyThis is one problem I have with Pep Boys, their customer service is very poor! They do not communicate well at allJose said that the cost of fixing the van is $dollarsI informed him that Jorge D [redacted] quoted me a price of $Jose said Jorge was not at work today and that he would call him on his cell phoneThen he says Jorge gave me a 10% discount for somethingSo now the price is $when I originally took my van to them to fix they charged me $to fix a "No start" they gave it back to me and said it was the starterI drove it for days and it started but on the 6th day it was a "No start" again! My question is why are they charging me $for a problem that was supposed to be fixed with the $starter that they say they put in? They had my van since April 21, today's date is May 19, that's almost one monthWhy am I being charged $more dollars for something that they said was fixed by putting a starter in?TranslateI do not think I should be charged the $for fixing my "No start" vehicle because they already charged me $to fix the "No start" by replacing the starterThen 6days after replacing the starter my van again was a no startThe same problem they said they fixed by replacing the starterEvidently the starter was not the problemActually while writing this complaint it appears that I should not be charged the $for the starter since it is evident that the starter was not problem

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: As of my posting of the complaint on the date of Aug I had not yet received the refundThat was simply a coincidence to have received it later that dayI believe it was not a coincidence to have finally received it close to that time because the very last call I made came with the threat of contacting the Revdex.com if it was not resolved Why did it have to come to that point to begin with? I have it now, but they have not clearly answered why it took more than weeks to process a refund to me after the date that tracking showed they received it That is poor business practice I only had to go through all of this because Pep Boys shipped me the wrong item to begin with Why also did it take a week to simply send me a return shipping label via email? That had nothing to do with it being a special order item Their representative said that the item would have to be retuned and then the correct one would be sent out only after they received the item back To wait for a week to even get a return label would have be unacceptable if I had stayed with purchasing this item from this company Time is a factor when ordering car parts for most people and they did not value this with their actions The pseudo apology in their response to my complaint is nothing other than a big business brush off without actually researching the problem and resolving it for the future The problem was not at all having to do with it being a special order item That is simply a convenient excuse to tell hoping many undiscerning people might believe it I have done business with many companies that I have ordered special order items from, [redacted] *** etc When I have dealt with these companies when I had an issue with these special ordered items, it was resolved without issue within days, not over a month Furthermore, their representatives lied to me several times when they told me a supervisor would call me back No one ever did I was hoping to resolve this with someone who had the authority to do so and I was shown that they do not care about the customer enough to follow through on their word Everyone has a supervisor there It amazes me how there was no one ever available at the time of my calls or ever available to call me back This is clearly their business practice to limit the customer from being able to take their issue up the chain of command to resolve it amicably.To put this succinctly, I would have kept the purchase if they would have shipped an advanced replacement to correct their mistake while I shipped the wrong part back I specifically requested this as a resolutionThey could have charged my card for another item if they did not receive it back by a certain date that they could have specified They would have kept a customer and we would all be happy with me understanding that these things happen Instead, they made me make four phone calls to even get a return shipping label Once they received the item (proven by tracking) I had to make another phone calls over a more than a couple weeks to get the refund Blaming this on a special ordered item shows poor character and an unwillingness to see the problem with their business practices Regards, [redacted]

Dear [redacted] We are in receipt of complaint submitted to your office by [redacted] [redacted] concerns are being addressed by our claims departmentIf [redacted] has further concerns about her claim, we ask that she reach out to the claims department @ ###-###-####We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns Regards, Robin S*Customer Care Specialist

Dear [redacted] ***, We are in receipt of the complaint sent to your office by [redacted] .We apologize for any inconvenience [redacted] may have experienced at our facility. The manager and [redacted] came to an amicable resolution. We apologize as well as thank [redacted] for... allowing up the opportunity to address his concerns, Regards, Robin S [redacted] Customer Care Specialist Pep Boys 3111 West Allegheny Avenue Regards,

Dear [redacted] We are in receipt of the complaint sent to your office by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility Customer was issued a credit of $on September 30,and a credit of $on October 1, We apologize as well as thank [redacted] for allowing up the opportunity to address her concerns, Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted] ***

We are in receipt of the rebuttal from [redacted] . [redacted] has filed her concerns with an Attorney, and several other agencies. Our claims team have been in contact with the lawyer who represents [redacted] . We ask that this complaint remain closed. Robin S***

[redacted] We are in receipt of the rebuttal sent to your office by [redacted] We apologize that [redacted] has not been contacted nor could she get in touch with Trina.We have contacted the manager of the claims department, who will be reaching out to [redacted] to provide payment.We again apologize and thank [redacted] for her patienceRobin S*Customer Experience Supervisor

We are in receipt of the complaint sent to your office by Ms. ***. We apologize for any inconvenience Ms. [redacted] may have experienced at our facility. The manager will reach out today to Ms. [redacted] and offer a refund. We again apologize as well as thank Ms. [redacted] for allowing us the... opportunity to address her concerns. Robin S*Customer Care Specialist

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: the store I visited was [redacted] patchogue ny and I still did not receive my money or an apology from the store manager dominick who runs the parts department Regards, [redacted] ***

We are in receipt of the complaint sent to your office by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] was provided a full refundWe again apologize as well as thank [redacted] for allowing us the opportunity to address her concernsRegards, Robin S*Customer Experience Supervisor

Dear [redacted] We are in receipt of the complaint sent to your office by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility [redacted] returned to our [redacted] location,her concerns were addressedWe apologize and will address the team at our [redacted] *** We apologize as well as thank [redacted] for allowing up the opportunity to address her concerns, Regards, Robin S [redacted] Customer Care Specialist Pep Boys [redacted]

Dear ** ***,
We are in receipt of the complaint sent to your office by *** *** dated April 29, We apologize for any inconvenience *** *** may have experienced at our facility
*** *** came to our facility in January 2015, and requested our free safety inspection, this service
only includes checking the fluids ,,tires, and hosesThis is not a safety inspection, and does not include front end suspension
We are denying any repairs done at no charge
We again apologize as well as thank *** *** for allowing us the opportunity to address her concerns
Regards,
Robin S***
Customer Care Specialist
Pep Boys
West Allegheny Avenue
Philadelphia, Pa

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Today12/14/we found our Discovery shows a refund.
Regards,
*** ***

We are in receipt of the complaint sent to your office by Ms***We apologize for any inconvenience Ms*** may have experienced at our facility. Ms*** came in to have an oil change done with a code pull ,Ms*** did have an appointment, but unfortunately we did not get to the
customers car in right away, We did the oil change and gave Ms*** her keysWe did not charge her because we were not able to do the code pull, because the reader we had was not able to communicate with her carWe did give her an apology that day and after Ms*** filed the complaint, it is possible that the Technicon did not reset her oil percentage. We would like Ms*** to return to any of our locations, where we will perform another oil change at no charge, reset the percentage and do the code pull. We again apologize as well as thank Ms*** for allowing us the opportunity to address her concerns. Robin S*Customer Experience Supervisor

We are in receipt of the complaint sent to your office by *** ***We apologize for any inconvenience *** *** may have experienced at our facility. Vehicle was brought in on a tow truck and was repaired for overheating Warranty Company paid for most of the repairs and the customer had an out of pocket cost of about $ Car no longer is overheating or has any leaksThere was, an initial delay in the repairs due to waiting on approval from the warranty company for both the original work and additional leaks we had found Between this delay, waiting on parts, and completing the 20+hrs of work it took us days to complete repairs After work was completed we advised customer that the transmission in the vehicle also had issues which we found while test driving the car We looked into these transmission issues and advised the customer that this may have been caused by overheating the car and we could not determine due to the fact that the car was not driven by us prior to service as they had it towed in I recommended they take the car to a transmission shop or dealer to further diagnose The customer was adamant that the problem was not there prior to the service, so we agreed that if the transmission shop/dealer could determine that the issues were caused by something we did, we would be held responsible and pay for repairsThey took the car to the shop of their choice I spoke with the transmission shop mechanic from Ammco He advised me that the customer was asking for him to put on paper that the issue was a fault of ours, but he could not do this He advised me he could not determine that it was something caused by us, but more than likely it occurred when the car was run hot The transmission mechanic also told me this was a very common issue on these particular transmissions, but that the customers warranty co would not pay for the repairs as it was an electrical internal transmission issue. We spoke to the customer after this and advised them that we were not responsible for the damage to the transmission and that they should seek other means to get the car repaired. The customer also claims the telescopic steering wheel is now inoperable We advised him that we did a diagnosis on this for no charge, checked all wiring, plugs, and relays and that the internal motor may not be operating correctly at times When our mechanic and manager looked at it, the motor operated properly. We again apologize as well as thank *** *** for allowing us the opportunity to address his concerns. Regards, Robin S*Customer Experience Supervisor

We are in receipt of the complaint sent to your office by *** *** ***We apologize for any inconvenience *** *** may have experienced at our facility and to your office for the delay in our response. *** *** came to our facility and requested spark plugs replacementThe technician
found spark plug tubes filled with oilWe replaced valve cover to remedy leak into the spark plug tubes*** *** has spoken to the manager concerning the noise and was advised that the noise has nothing to do with the repair rendered. We are denying and responsibility to this vehicles engine issues. We again apologize as well as thank *** *** for allowing us the opportunity to address her concerns. Robin S*** Customer Experience Supervisor

We are in receipt of the complaint sent to your office by Ms*** .We apologize for any inconvenience Ms*** may have experienced at our facility. The store entered a claim and the repairs at *** *** were paid by Pep Boys. We apologize as well as thank Ms*** for
allowing up the opportunity to address her concerns Regards, Robin S*** Customer Care Specialist Pep Boys *** *** *** *** Philadelphia, Pa

Dear *** ***,
We are in receipt of the complaint sent to your office by *** *** on May 11, We apologize for any inconvenience *** *** may have experienced at our facility
*** *** is correct a claim was opened #*** and an offer was madeIf *** *** is disputing this claim
offer, we ask that she contact Steve Shur in our claims department###-###-####
Regards,
Robin S***
Customer Care Specialist
Pep Boys
West Allegheny Avenue
Philadelphia, Pa